Contact Centre Project Manager

Contact Centre Project Manager. A Bristol based contact centre need a new project manager to join the team. The position can be work from home or in the Bristol office. The Contact Centre Project Manager will be responsible for the delivery of customer projects. The individual will manage and lead the customer relationship externally, whilst internally managing a team of experts to ensure that all project deliverables are on time, on budget and on performance. You will work closely with the company’s Data Integrity, Demand Generation & Business Insights specialist functions, along with counterparts to align key solutions for global and multi-disciplined projects.
This Project Manager role requires a passion to continually demonstrate the ability to exceed expectations and deliver above average results for customers in many diverse industries, different functional areas and decision makers all within incredibly short timescales.

The Contact Centre Project Manager responsibilities include:

  • Responsible for delivering & owning the project success both internally & externally
  • Fully understanding & managing the customers’ requirements, objectives & timescales
  • Create practical project structures to ensure project success & simplicity of management
  • Develop best practices & systems to achieve customer objectives on time, on budget & on performance
  • Manage & lead a team based on the requirements of the business & workload and ensure to maximize people utilization & efficiency
  • Collaborate with senior leadership & regional counterparts to develop innovative new practices to deliver customer objectives in the most efficient manner
  • Partner with the sales team to ensure a seamless handover from sales function to delivery function
  • Deliver seamless & consistent experience for the customer
  • Manage scope creep, identify cross-sell and upsell opportunities within existing projects for the sales team to develop
  • Determining resourcing requirements to ensure the correct skills are available to meet the needs of the projects
  • Collaborating with Sales & Marketing teams to ensure accurate pricing of projects
  • Identify changing market trends and develop alternate approaches where needed to achieve the objectives of the customer requirements
  • Develop templates and systems for scalability
  • Ensure projects are completed in accordance with the billing terms
  • Maintain & manage the invoicing of customers at the agreed intervals
  • Work with sales team members to maintain consistent follow-up with their customers
  • Develop relationships & educate existing customers regarding new company products & thinking
  • Visit customers as necessary to ensure customer satisfaction and/or manage an installation on large projects

The Contact Centre Project Manager will need the following experience:

  • A fast paced B2B environment working with large corporations
  • The ability to rapidly understand customer objectives and value propositions
  • Providing data driven metrics to ensure project success
  • Developing systems and procedures in a rapidly changing environment
  • Understanding of different approaches between Account Based Marketing, Inbound & Outbound programs
  • Implementing strategies for gathering accurate account & contact data for targeting key decision makers
  • Communicating using personalized emails that increase conversion rates and address the target’s pain points when needed
  • Utilization of best in class calling guides to structure conversations with decision makers on Demand Generation campaigns
  • Management of CRM & Marketing Automation systems – i.e. Salesforce, HubSpot, Marketo, Eloqua
  • Working with a multi-disciplined team in a rapidly changing environment

The Contact Centre Project Manager position is temp to perm, starting on £18-22ph, 37.5 hours a week, Monday to Friday, full time day time.

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